Customer Service Manager

S&S Activewear Canada Inc.; Vaughan; On-site; CAD 65,000 - 90,000; Full time

Job summary

S&S Activewear Canada is seeking a dynamic Customer Service Manager Canada to lead our contact center team across Canada. You will partner with operations and sales to ensure outstanding service, resolve complex customer issues, and drive continuous improvement in satisfaction and retention.

This full-time role (Mon-Fri, 8am-5pm) requires 1-5 years of management experience, strong English and French communication, and proficiency with Microsoft Office.

Qualifications

• 1-5 years proven experience as contact center manager or supervisor.
• Experience in providing customer service support.
• Experience supporting Canadian customers or service escalations preferred.
• Strong management methods and leadership skills.
• Ability to think strategically and to lead.
• Strong client-facing and communication skills.
• Proficient with Microsoft Office.

Responsibilities

• Be a prominent positive representative on the leadership team.
• Help devise processes to build a world-class support team.
• Field requests and support communications from internal and external customers.
• Support Canadian customers and business partner interactions.
• Resolve daily fulfillment and delivery issues end-to-end.
• Collaborate with US and Canadian teams on cross-border issues.
• Track learning and develop SOPs; support workforce planning.
• Promote good relations between external and internal customers.

Skills

Contact center management

Customer service

Bilingual English/French

Leadership

Communication

Tools

Microsoft Office

Job description

S&S Activewear is a leading North American, tech-enabled specialty distributor of imprintable apparel, including t-shirts, fleece, athletic wear, headwear, workwear, scrubs and accessories. We pride ourselves on being the “critical link” that enables our 100+ brand partners such as Adidas, Columbia and Gildan to reach our hyper-fragmented base of customers, comprised of apparel decorators, eRetailers and promotional products distributors that embellish apparel items for diverse end consumer use cases (e.g., everyday wear, concerts, fitness attire, life events, team sports, etc.). At S&S, we differentiate in the market through a customer service focus, strategic product portfolio, world-class distribution infrastructure, a collaborative growth culture and a relentless focus on technology and innovation.

Our success has compounded since the Company’s humble beginnings in 1988 as a regional t-shirt distributor to a leading, multi-billion-dollar value-added distribution platform that drives market penetration for our suppliers while enabling the growth, operations and fulfillment for a diverse range of customers across channels and business sizes. We strive to be the apparel distributor of choice while inspiring and fostering growth for customers, employees and suppliers through our core values of service, deep relationships, innovation, continuous improvement and accountability

ABOUT THE ROLE

We are seeking energetic, reliable, and fun professionals to join our team as a Customer Service Manager Canada. The successful Customer Service Manager Canada will be responsible for working closely with contact center employees daily to assist with customer satisfaction and complex problems based on customer needs. Provide customer service on behalf of the contact center to keep the department running in an efficient and lucrative manner, to increase customer satisfaction, loyalty, and retention and to meet department level expectations. Support activities for the contact center as needed and requested.

COMPENSATION & SCHEDULE

Salaried: (based on experience)

Monday - Friday (8am -5pm) Full-Time, Exempt

WHAT YOU WILL DO

• Be a prominent positive representative on the organization's leadership team
• Help devise and determine how we can create processes to build a world class support team
• Field requests and support communications from our internal and external customers
• Support customer service needs, escalations, and operational communications for Canadian customers and business partners
• Respond to, troubleshoot, and resolve daily fulfillment and delivery issues, piecing together the end‑to‑end story to identify root causes and see cases through to resolution
• Partner with U.S. and Canadian teams to resolve cross-border fulfillment, delivery, and customer experience issues
• Support supervisors as they respond to, troubleshoot, and resolve daily fulfillment and delivery issues, piecing together the end‑to‑end story to identify root causes and see cases through to resolution
• Hold leadership staff accountable for expectations to identify trends and expose prime opportunities to improve our operations and increase customer satisfaction
• Track learning and best practices to contribute to improving and developing Standard Operating Procedures (SOP's)
• Help to organize and execute Work Force Management needs as necessary
• Support activities for the department as needed and requested
• Promote good relations between external and internal customers
• All other duties assigned by management

Essential Functions

• Meet defined department goals and activity metrics
• Analyze statistics and compile accurate reports
• Maintain an orderly workflow according to priorities
• Monitor and support Canada-specific service levels, response times, and customer satisfaction metrics
• Set a clear mission and deploy strategies focused towards that mission
• Take ownership of customers issues and follow problems through to resolution
• Support bilingual English/French customer interactions and escalations as needed
• Participate in team planning meetings

WHAT WE'RE LOOKING

• 1-5 years proven working experience as contact center manager or supervisor
• Experience in providing customer service support
• Experience supporting Canadian customers, operations, or service escalations preferred
• Excellent knowledge of management methods and techniques
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Ability to prioritize and manage multiple responsibilities
• Exceptional attendance and punctuality
• Ability to work in a team environment
• Experience with Microsoft Office

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen.

WORKING ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions.

EQUAL OPPORTUNITY EMPLOYER

S&S Activewear Canada is an equal opportunity employer committed to employment equity. We encourage applications from women, Indigenous peoples, persons with disabilities, and members of visible minorities. We value an inclusive workplace that reflects the diversity of the communities we serve and do not tolerate discrimination based on any protected ground under the Canadian Human Rights Act. Accommodations are available upon request for candidates participating in all aspects of the hiring process.